Refund & guarantee terms

The promise

If we cannot book you a police appointment within your renewal window, you pay us nothing. Any fee already taken is refunded in full, and anything we advanced for your tasa is returned.

What the guarantee covers

Securing the appointment. That is the part that is genuinely ours to do, and it is the part that defeats most people doing this alone.

It does not cover the decision on your renewal, which belongs to the Policía Nacional; nor a refusal caused by information you gave us that was not correct; nor an appointment you did not attend.

The tasa

The Modelo 790 Código 012 fee, currently €12, is paid to the Tesoro Público. It is never our money and we never mark it up.

If your application does not go ahead, we return what we advanced. Where the state has already taken it and it is not recoverable, we say so plainly and show you the receipt rather than absorbing it silently into a refund figure.

Other refunds

We tell you this isn't the right service for your card: full refund, and we'll tell you before you pay wherever we can.

You cancel before we pay your tasa: full refund.

Your renewal window closes before an appointment can be found: full refund.

You change your mind after attending your appointment: no refund — the service has been performed.

How to claim

Email [email protected]. We check our own records; you do not have to prove anything. Refunds go back to the original payment method within 10 working days.

If you think we have got this wrong, Spanish consumer law applies and the EU online dispute resolution platform is at https://ec.europa.eu/consumers/odr.